I’m not sure what the glitch is but if I edit a canned response, it will often revert to the unedited version when it is sent. This has been highly problematic.

This is infuriating. I get a status update on a ticket email and I click the “Open Ticket” link. It opens the browser and of course the url doesn’t include any auth provider hints like “hey, this guy signs in with Microsoft” so I have to click Sign In with Microsoft. And of course it doesn’t include the login_hint parameter or otherwise the logon=prompt parameter which would instruct my browser to suggest Microsoft accounts my device is already signed in with, so I have to enter my credentials manually like a barbarian. Finally, once the auth flow complete with MFA is completed I’m dropped into the chat area of the app instead of the ticket because the devs couldn’t be bothered to maintain the redirect path in the state query param. It’s a nightmare. We’re switching to Hubspot. Their app does not have these auth problems.

The app doesn’t remember your sign-in account/preferences when you use Sign in with Microsoft. This is a 2 part problem. 1. It doesn’t remember that you Sign-in with Microsoft 2. When selecting sign in with Microsoft it requires you to re-enter the username every time. All the devs need to do is pass along the prompt=none or prompt=select_account query parameter

Autocorrect or using punctuation messes with everything that is typed using the Helpdesk functionality. You cannot make a single mistake or change anything or else multiple words just disappear. Making responding to emails virtually impossible to do.

The latest version glitches with notification errors CONSTANTLY. Very annoying!

I recently upgraded my imac and redownloaded the livechat app. I guess it had been a while since I've updated the app because it has become so vastly different from the browser version. The app is all white and sterile looking. It makes it difficult to identify different sections. I really liked the orange, dark gray and light gray used to break up the app sections. I haven't been able to find the chatter's infomation like I can on the browser version. Their location, local time, current webpage, what device they are using is not available when you are chatting with them. The settings are really tough to navigate. I really liked how things are broken into categories/sections on the browser version. I thought the older version of the app was perfect. I understand the need to update and redesign things though. I think adding some color back to it and reinstating the chatter's general info would really help it out.

Please fix the text input on HelpDesk tickets. It won’t let you enter a single quote. Also, when I click open ticket from emails it brings me to chat instead of the ticket. Get it together guys.

It’s a great way to allow customers to reach our people at anytime of day. I look at it and treat like it was an incoming call.

The old app was perfect, this “lite” version is more unusable with every update. The most basic functions are broken. When you get a chat and you tap the text box to start typing, the entire screen shifts up, hiding everything except the bottom pixel rows of the screen, as if the chat has just ended. You then have to quit the app and re-open it just to access a chat. When using a paired bluetooth keyboard, pressing “enter” does not submit your message. You are forced to manually tap the blue arrow send button with a finger to send messages. Why? This is a chat app, people use physical keyboards. Why is there only light mode and no dark? Why is it so hard to create a ticket for a chat, or to see which agents are online, to view customer visited webpages? I could go on and on, but the bottom line is that this app is bad, the devs flood the reviews with fake positives, and they reply to any negative review with platitudes while changing nothing. You make my job infinitely harder, to the point where I just use the desktop site (which annoyingly tells me constantly to use the broken app)

My chat has been redirected to another place, guess my live chat have been hack and I will like the official live chat to help me investigate this issues because a lot of my customers are complaining meanwhile I’m not the one talking to them on live chat